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14/7/25 8:13 pm
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Two letting agents have been expelled from The Property Ombudsman after failing to transfer rental payments received from tenants.
The firms were referred to the Ombudsman’s Compliance Committee, which ruled that they should be excluded from the scheme.
Aldous Craig, based on High Street, Thames Ditton, Surrey, was told to pay £8,800 to a landlord after it failed to transfer rent from tenants. Aldous Craig did not respond, and the Ombudsman supported the complaint after reviewing evidence that proved the tenants had made the payments.
JNG Estates, based on Kirkham Street, Blackheath, was involved in a dispute where a landlord claimed that the agent owed rental payments. The Ombudsman supported the complaint and added £200 to the award due to the distress caused by the firm’s actions. JNG Estates was ordered to pay a total of £2,856 to the landlord.
These businesses can no longer trade legally due to the requirement for redress and the Ombudsman’s memorandum of understanding with the other redress provider.
Eleven firms have been expelled from the scheme in 2025. The Ombudsman’s proactive compliance checks and enquiries service, which was used by more than 73,000 consumers last year, helped prevent many issues from escalating into complaints, according to Ombudsman Lesley Horton (pictured).
“More than 99% of businesses comply with our decisions and pay awards when directed, so consumers can feel confident that where we award compensation, they will receive this,” she says.
“We work proactively to support businesses and carry out more than 2,000 compliance audits each year. There is a very small number of businesses who do not pay and as we see here, we will take further action if needed.”
All relevant bodies, including both local and national Trading Standards and property portals, have been notified as part of the expulsion process.
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